服务破坏行为：概念、测量与相关变量

服务破坏行为是指服务行业组织成员在向顾客提供服务的过程中,故意做出的对服务造成负面影响的行为,也是以往研究中关于工作场所中的破坏行为在服务行业中的体现;服务破坏行为的表现主要有四种类型：习惯且私下的服务破坏,习惯且公开的服务破坏,偶发且私下的服务破坏,偶发且公开的服务破坏;服务破坏行为的测量方法主要有：访谈法,问卷调查法和情景投射法;从个人、群体、组织与环境四个水平分析服务破坏行为的前因变量,从对个体、服务绩效及组织绩效三个方面探讨服务破坏行为的结果变量;该领域未来的研究应着重于进一步改进测量的方法,分析相关变量之间的作用机制,寻求控制服务破坏行为的有效对策,拓展视野,进一步扩大研究中被试的类型及行业领域     

The social side of shame: approach versus withdrawal

ABSTRACT

At present, the consequences and functions of experiences of shame are not yet well understood. Whereas psychology literature typically portrays shame as being bad for social relations, motivating social avoidance and withdrawal, there are recent indications that shame can be reinterpreted as having clear social tendencies in the form of motivating approach and social affiliation. Yet, until now, no research has ever put these alternative interpretations of shame-motivated behaviours directly to the test. The present paper presents such a test by studying the extent to which shame motivates a preference for social withdrawal versus a preference for social approach. Two studies (N?=?148 and N?=?133) using different shame inductions both showed people experiencing shame to prefer to be together with others (social approach) over being alone (social withdrawal). In addition, the preference for a social situation was found to be unique for shame; it was not found for the closely related emotion of guilt. Taken together, these findings provide direct empirical support for the idea that shame can have positive interpersonal consequences.     

Clash of the climates: Examining the paradoxical effects of climates for promotion and prevention

Organizations often communicate seemingly paradoxical strategic imperatives to their employees that reflect a focus on promotion (take risks) and prevention (be prudent), as outlined by regulatory focus theory. When consistently emphasized and reinforced in an organization, these strategic inclinations can emerge as divergent climates for promotion and prevention that cloud the organization's perceived identity and reduce collective organizational commitment among employees. With a coherent organizational identity acting as both a sensemaking tool and a means of potential self-enhancement for employees, we use social identity theory to hypothesize that similarly emphasized promotion and prevention climates are negatively related to employees’ collective organizational commitment and indirectly, negatively related to organizational productivity. We test our hypotheses in a sample of 107 manufacturing organizations, using polynomial regression with response surface analysis to examine how similarly emphasized promotion and prevention climates relate to collective commitment and organizational productivity. Our analyses reveal that as organization-level promotion and prevention climate scores became more similar, collective organizational commitment decreases. Furthermore, we find that similarly emphasized promotion and prevention climates are negatively related to organizational productivity via collective commitment. We reconcile these findings with the organizational paradox and ambidexterity literatures and implicate promising avenues for future research.     

组织氛围研究：概念测量、理论基础及评价展望

组织氛围是员工对组织环境的主观知觉。文章在回顾组织氛围研究起源、总结归纳组织氛围定义的基础上, 给出了组织氛围的新定义。组织氛围有个体、团队和组织三个分析水平, 分别对应着不同的测量方法。组织氛围与组织文化既存在区别又密不可分。组织氛围的形成机制及可能的影响因素常用社会信息加工、社会交互作用、吸引选择磨合、涌现和意义建构等理论来解释。未来研究应进一步加强对组织氛围概念、研究方法、影响因素等方面的深入探讨, 拓展组织氛围的跨文化及其差异研究。     

Culture,types of social withdrawal,and children's beliefs: An integrative perspective

Cultural norms and values provide guidance for children to judge and evaluate specific behavioural characteristics including shyness, unsociability, and social avoidance. The perceptions and attitudes of children, in turn, determine how they exhibit and regulate their behaviours and how they respond to peers' behaviours in social interactions. Investigation of children's beliefs across societies may shed some light on the processes in which culture is involved in shaping the display and developmental significance of different types of social withdrawal. To achieve a better understanding of the role of children's beliefs in mediating cultural influence on development, it will be important to examine how children's beliefs about withdrawn behaviours are associated with patterns of social interactions and relationships in various circumstances.     

Faculty Stressors, Job Satisfaction, and Psychological Distress Among University Teachers in Hong Kong: The Role of Locus of Control

The study aimed at identifying the sources of stress, and investigating their effects on job satisfaction and psychological distress among 106 university teachers (86 males, 20 females) from four tertiary institutes in Hong Kong. Another purpose of the study was to examine the moderating effect of locus of control on stressor-strain relationships. A factor analysis of the faculty stressors revealed six factors: recognition, perceived organizational practices, factors intrinsic to teaching, financial inadequacy, home/work interface, and new challenge. A series of stepwise multiple regressions demonstrated that recognition, perceived organizational practices, and financial inadequacy were best predictors of job satisfaction, whereas perceived organizational practices and home/work interface were the best predictors of psychological distress. Further, external locus of control was associated with low job satisfaction and psychological distress. A series of hierarchical moderated regressions demonstrated a moderating effect of locus of control on some of the stressor-strain relationships.     

The effect of environmental orientation on salesperson effort and participation: the moderating role of organizational identification

Environmental orientation has emerged as a noteworthy strategy for firms attempting to provide an authentic, unified image of environmental commitment to stakeholders. However, it is yet to be assessed from those employees most responsible for conveying an environmental image. This research examines the construct from the salesperson's point of view. Integrating social identity theory within a traditional Input-Process-Output framework, we demonstrate the importance of aligning firm ideals with individual boundary spanner identity in an environmental context. Our findings suggest that salespersons' perceptions of a firm's environmental orientation directly influence their effort and participation. Further, this relationship is amplified when the salesperson also has strong organizational identity. Finally, when salespeople put more into their work or actively engage in improving their company's environmental image, this increased effort and participation ultimately contributes to individual sales performance and job satisfaction.     

The effects of yoga on stress and psychological health among employees: an 8- and 16-week intervention study

Background: The stresses of modern work life necessitate effective coping strategies that are accessible and affordable to the general public. Yoga has been found to reduce stress in clinical samples, but studies are needed to examine standard gym yoga classes among functional individuals.

Objectives: This study investigated the effects of 8- and 16-week gym yoga on stress and psychological health.

Design and Method: Ninety individuals reporting moderate-to-high stress were randomly assigned to 16 consecutive weeks of yoga, or to a waitlist crossover group who did not practice yoga for 8 weeks then practiced yoga for 8 weeks. Stress and psychological health variables were assessed at baseline, 8 weeks, and 16 weeks.

Results: Significant reductions in stress and all psychological health measures were found within the Yoga group over 16 weeks. When compared to the control group, yoga practitioners showed significant decreases in stress, anxiety, and general psychological health, and significant increases in well-being. The group who did not practice yoga showed significant decreases in stress, anxiety, depression, and insomnia after they crossed over and practiced yoga for 8 weeks.

Conclusions: Gym yoga appears to be effective for stress amelioration and promotion of psychological health among workers experiencing stress.     

Associations between symptoms of maternal postpartum depression,gestational age and infant social withdrawal: A longitudinal study in a community cohort

Infant social withdrawal is a risk factor for non-optimal child development; thus, it is important to identify risk factors associated with withdrawal. In a large community sample (N = 19,017), we investigate whether symptoms of maternal and partner postpartum depression (PPD; measured with the Edinburgh Postnatal Depression Scale) and prematurity are predictors of infant social withdrawal (measured with the Alarm Distress Baby Scale). Withdrawal was assessed at 2–3, 4–7 and 8–12 months postpartum. Linear regressions showed that prematurity predicted higher infant social withdrawal at all time points, and maternal symptoms of PPD were positively associated with withdrawal at 2–3 months. Logistic regressions showed that odds for elevated social withdrawal were increased with elevated levels of maternal symptoms of PPD at 2–3 and 8–12 months. Partner's symptoms of PPD were not associated with withdrawal. Future studies should investigate how PPD symptoms and prematurity may impact the individual development of social withdrawal.     

多重整合的社会心理服务体系：政策逻辑、建构策略与基本内核

根据社会心理服务体系建设提出的政策逻辑, 分析了社会心理服务体系建设的目标、服务对象和服务内容等。社会心理服务体系建构的策略应该采取研究视角、学科体系和研究取向等的多重整合, 包括个体、情境和社会视角的整合, 基础学科和应用学科的整合, 学术研究和社会实践的整合。社会心理学是社会心理服务体系的核心, 整合心理学的社会心理学和社会学的社会心理学才能更好地理解社会治理的机制和过程。社会心理服务体系建设是在建构影响社会发展的心理环境。社会心理服务体系的建构需要社会发展的视角, 应该探索社会发展心理学的路径来承担整合学科体系和社会治理实践的任务。     

Eldercare demands, strain, and work engagement: The moderating role of perceived organizational support

Demographic changes give rise to an increasing number of middle-aged employees providing home-based care to an elderly family member. However, the potentially important role of employees' perceptions of organizational support for eldercare has so far not been investigated. The goal of this study was to examine a stressor–strain–outcome model (Koeske & Koeske, 1993) of eldercare strain as a mediator of the relationship between eldercare demands and caregivers' work engagement. Perceived organizational eldercare support was expected to attenuate the positive relationship between eldercare demands and eldercare strain and to buffer the negative relationship between eldercare strain and work engagement. Results of mediation and moderated mediation analyses with data collected from 147 employees providing eldercare supported the hypotheses. The findings suggest that perceived organizational eldercare support is especially beneficial for employees' work engagement when eldercare demands and strain are high.     

Job security and work performance in Chinese employees: The mediating role of organisational identification

This research focuses on investigating whether organisational identification mediates the effects of job security on in‐role behaviour and extra‐role behaviour and how these mediation mechanisms differ according to gender. Through analysing 212 supervisor‐subordinate dyads from a Chinese air transportation group, the research indicated that organisational identification partially mediated the effect of job security on in‐role behaviour and fully mediated the effect of job security on extra‐role behaviour. A multi‐group analysis also showed that there were significant differences between male and female employees in these relationships. In addition, moderated mediation analyses showed that gender moderated the indirect effects of job security on in‐role behaviour and extra‐role behaviour through organisational identification. Limitations and implications of these findings are discussed.     

Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers

Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.     

The Formation of Political Sub-Climates: Predictions from Social Identity,Structuration, and Symbolic Interaction

Merging the climate and politics literatures, this study evaluates whether organizations have a singular, shared political climate or whether sub-climates, “pockets of politics,” exist. Sub-climate formation is investigated by utilizing both political and climate explanations to determine the level of formation. The sample consisted of 891 employees of a retail services firm and the results of the study indicate that political climates do exist and may be best distinguished by defining the employee’s interactional patterns.     

Stressors and well‐being in low socio‐economic status Malaysian adolescents: The role of resilience resources

The present study examined the relationship between stressors, resilience resources, and well‐being in adolescents with low socio‐economic status in Malaysia. The specific aims were: (i) to differentiate between resilient and non‐resilient adolescents in terms of their resilience resources; and (ii) to examine the role of resilience resources on the relationship between stressors and well‐being. In a sample of 197 adolescents aged 12–16 years (mean = 13.77, sd = 1.49), results of the k‐mean clustering technique identified 37.5% of the adolescents as resilient (high stressor, high well‐being), 31.0% as maladjusted (high stressor, low well‐being), and the rest, adapted (low stressor, high well‐being). Resilient adolescents were found to have significantly higher scores on all the identified resilience resources (personality, mother–child communication, social support, school coherence, and teacher support) compared to the non‐resilient maladjusted group. Results of structural equation modelling also showed that these resilience resources acted both as mediator and moderator in the relationship between stressors and well‐being. These findings are discussed with respect to the current literature on resilience and well‐being.